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THC/N9908: Give a positive impression of oneself and the organization

1.1Give a positive impression of oneself and the organization

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Establishing effective rapport with customers

PC1. meet organization's standards of appearance and behavior PC2. greet customers respectfully and in a friendly manner PC3. communicate with customers in a way that makes them feel valued and respected PC4. treat customers courteously and helpfully at all times PC5. keep customers informed and reassured PC6. adapt behavior to respond effectively to different customer behaviour

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Responding appropriately to customers

• PC7. respond promptly to a customer seeking help • PC8. choose the most appropriate way to communicate with customers • PC9. check with customers that their expectations have been fully understood • PC10. respond promptly and positively to customers' queries and comments • PC11. allow customers time to consider the response and give further

explanation • when appropriate

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Communicating information to customers

PC12. quickly find information that will help the customer PC13. give customer information they need about the services or products offered by the organization PC14. recognize information that customers might find complicated and check whether they fully understand PC15. explain clearly to the customers any reasons why their needs or expectations cannot be met

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Escalating of unresolved problems as per protocol

PC16. refer the problem to a competent person/supervisor as per protocol if it cannot be resolved by the helpdesk

PC17. obtain help or advice from supervisor/authorized person as per protocol if the problem is outside his/her area of competence or experience

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PC18. monitor the problem and keep the customer informed about progress or any delays in resolving the problem

Providing Interim feedback to customer, in case of delays

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Processing compliances

PC19. comply with relevant legislation, standards, policies and procedures Knowledge and Understanding (K)

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Thank You